AVP, Quality and Escalations Manager
2 weeks ago
The AVP, Quality and Escalations will lead the planning, direction, coordination, and oversight of Quality Assurance and Customer, Executive, and Regulatory Escalations activities in the organization. This role will ensure the design, development, and implementation of efficient capabilities, providing continuous process improvements and cost-effective systems to meet current and future business needs.
Key Responsibilities- Develop and implement a strategic vision to transform and lead the quality and escalations departments and their related processes.
- Collaborate with executive leadership to develop and meet company goals while supplying expertise and guidance on projects and systems related to assigned functions.
- Define, support, align, and communicate brand, vision, values, and strategic direction through cross-functional partnership.
- Build and promote the ongoing evolution of the CARE framework for monitoring, tracking, and reporting all types of escalations.
- Lead a talent management strategy aligned to the business objective to foster a strong culture of engagement, development, and continuous learning.
- Responsible for achievement of established financial, talent, and operational goals.
- Develop meaningful analytics to help measure operational effectiveness and success.
- Conduct needs analysis to determine appropriate staffing requirements and coordinate proper staffing of functional areas.
- Bachelor's degree in business or equivalent/related field, or equivalent experience.
- 10+ years of success in progressively responsible roles, effectively leading efforts across cross-functional teams with proven success at managing complex processes and demanding stakeholders with effective results.
- 10+ years of experience in business quality management, mortgage servicing, insurance industry, supply chain management, audit, regulatory compliance, or quality management.
- 10+ years of supervisory and staff development experience in a corporate environment.
- 10+ years of experience in auditing responsibilities, insurance systems, and/or end-to-end operations processes in a complex environment with a strong knowledge of company products and services.
- Knowledge of coverage analysis, risk transfer, investigation, evaluation, negotiation, and settlement of complex claims.
- Knowledge of fundamental information technologies and the ability to use people, processes, and technology to improve efficiencies and effectiveness.
- Proven ability to effectively lead, partner, and communicate with various levels of the organization to define and execute cross-functional business objectives.
- Requires strong leadership, mentoring, organizational, and communication skills.
- Demonstrated ability to exercise initiative, independent judgment, and be a self-starter.
- Strong ability to work collaboratively to define shared goals, design and implement effective tools and processes for meeting those goals, and gain alignment with all individuals involved in the associated initiatives.
- Strong organizational and multi-tasking skills to be able to manage multiple complex strategic and operational business initiatives.
- Ability to work in a fast-paced team environment.
- Ability to travel up to 20% as needed.
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